FAQ's
Q: Can I exchange my voucher?
It's important to note that all Ritz London vouchers are non-exchangeable.
Q: Can I extend my voucher?
A: To extend your valid Ritz voucher, there is an admin fee of £30. If you want the voucher posted to you, there will be an additional postage charge. If you want a new voucher box posted to you, there will be a packaging and postage charge. Please note that we cannot extend a voucher if it has already expired, and once a voucher has been extended, it cannot be exchanged or refunded.
Q: Can I have a refund?
A: If you have not already made a booking, we are happy to refund the cost of your voucher within the first 14 days of receipt. Upon receipt of the email, we will refund the order cost to the card originally used for the purchase. Unfortunately, we are not able to refund postage and packaging charges, and expired vouchers cannot be refunded under any circumstances.
Q: What do your vouchers look like?
A: The voucher and accompanying information are presented inside a lovely voucher gift box, with an experience Ritz booklet and can be pre-printed with your personal message. All gift vouchers are sent under plain cover. The pack is designed to fit through a standard letter box.
Q: How long will the gift pack take to be delivered?
A: Despite best efforts, some delivery services may be disrupted.
If you order before 1 p.m., we will usually despatch the UK vouchers on the same day, and if you select first-class post, we give an approximate lead time of three to five working days. Orders placed after 1 p.m. will usually be dispatched on the next working day. If you order before 12 (noon) and request Special Delivery (for an extra charge), it will be guaranteed to arrive on the next working day before 1 p.m. and will need to be signed for.
Kindly note that we cannot be held responsible for delays caused by Royal Mail.
Q: My order hasn't arrived. What should I do?
A: Kindly note that Royal Mail may still deliver an order up to 15 working days from despatch, so please do not call us until 15 days have elapsed. However, you must let us know no later than 21 days from your order date if your order hasn’t arrived so that we can investigate.
Q: How long will I have to use my voucher?
A: Our vouchers are valid for 12 months and you must book and take your experience before your voucher expires.
Q: I've lost my voucher; can I have a replacement?
A: Unfortunately, we are not able to issue a replacement voucher if yours has been lost, stolen, or destroyed. This is because your original voucher is still valid, and if it is used, we will be liable for the cost.
Q: Can I amend my order, or send it to a different address?
A: Once your order has been confirmed, we cannot change any details or the delivery address. Please check all the details carefully before confirming the order, as mistakes cannot be rectified afterwards.
Q: How do I book my reservation?
A: Your voucher pack contains all the information you need to book your reservation. Please remember that experiences must be booked in advance and are always subject to availability.
To avoid disappointment, we recommend booking as early as possible to ensure that a date is available before the expiry date of your voucher. Due to its popularity, our Afternoon Tea bookings should be booked at least four months in advance. You must have booked and taken your experience before your voucher expires. We strongly recommend that you don’t make any travel, accommodation, or other arrangements until your booking has been made and you’ve received confirmation from us.
Q: Are there any restrictions on the vouchers?
A: Some of our vouchers have restrictions on the days and times you can book. This information will be on your voucher. It is your responsibility to ensure you choose a voucher suitable for your intended recipient, and we will not be liable to offer a refund if you purchase a voucher, but its restrictions render it unsuitable for the recipient. Please see our Terms and Conditions for more information - https://theritz.wearegifted.co.uk/terms-conditions
